Customer Success Manager, AI-Native

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage communication with both Premium accounts that are self-serve and managed through Slack, email, Intercom, and video.

• Monitor account health, proactively address risks, and identify growth opportunities within accounts that are highly satisfied with our service.

• Take ownership of communication when issues arise and lead the resolution process.

• Assist in automating the operational aspects of your role. Evaluate agent output as they deliver, provide feedback for improvements, and contribute to decisions on future automations.

• Possess sufficient knowledge of APIs, data, and integrations to differentiate between communication and technical problems, and engage engineering at appropriate times.

• Relay product feedback, signs of churn, and opportunities for expansion to the product team.

• Maintain up-to-date account context and pipeline information in Attio (our CRM). Utilize PostHog and Customer.io for tracking product usage and lifecycle communication.

⛳️ Requirements

• A minimum of 3 years' experience in Customer Success or account management for B2B products, preferably in technical or data products, with accounts that you have personally managed and developed.

• Truly AI-native: a regular user of AI, eager to work with and oversee AI agents, with demonstrable experience.

• Exceptional written and verbal communicator, maintaining composure and credibility in challenging discussions.

• High level of initiative and self-motivation. You provide clarity in uncertain situations.

• Located in Canada, with a preference for Eastern Time to align with our EU clients. Most customers are based in the US.

• Technical proficiency: comfortable with APIs, data, and integrations to troubleshoot issues and recognize when to involve engineering.

🏝️ Benefits

• Stock options

• Fully remote work environment, with the option to work from our office in downtown Vancouver

• Flexible PTO policy and a remote-first culture

• Comprehensive health, dental, and vision insurance